Blog: 'Customer Experience' Posts

Is Omni-Channel Support for Every Business?

10/12/20 Comments Leave your thoughts

Since the start of the pandemic, it seems like every phone call we make has the same recorded warning. It goes something like, “We are experiencing higher than normal call volumes due to the COVID pandemic. Expect longer wait times…” While that makes sense for some businesses, it feels like an excuse for others. In an attempt to handle the higher volume of calls, some businesses have implemented new service options. After giving the dire warning of longer wait times, callers are offered other service options such as text or chat. These are omni-channel options and can potentially provide a...

Managing a Messaging Channel

08/03/20 Comments Leave your thoughts

The coronavirus pandemic has changed how businesses interact and communicate with customers. Limited or no contact mandates have pushed businesses to find other ways to personally communicate with customers. One strategy some businesses have turned to is a messaging channel. In fact, during the first few months of the pandemic, the use of a messaging channel to interact with customers increased by 26%. At the same time, businesses are still learning to manage a messaging channel. Our company provides a 2-way messaging channel for businesses to interact with their customers. Two-way messaging is different from SMS messaging. SMS messages are...

Time to Revamp Your Crisis Communication Plan

06/08/20 Comments Leave your thoughts

COVID-19 presented a new kind of crisis that few businesses could anticipate in their crisis communication plan. As businesses suddenly shut down, they scrambled to figure out what to communicate and how. Soon, customers were flooded with emails from all kinds of businesses about how they were handling the pandemic.  These heartfelt emails were well-intended but quickly became annoying. As businesses begin to reopen, they are challenged with providing consistent, relevant communications. They need to address customers’ current concerns as well as plan for longer-term impacts that aren’t yet known. Many of the communications sent over the last few months...

A Tale of Two Salons

03/20/20 Comments Leave your thoughts

As businesses close and life as we know it comes to a halt due to COVID-19, many of us are beginning to realize just how much we depend on various services we use including restaurants, dry cleaners, and gyms. Along with the uncertainty and fears of COVID-19, our inability to access these services can create anxiety. Many businesses that provide services are thinking creatively to offer alternatives for their customers. Gyms are coming out with home workouts and other tips for staying healthy during this time. Dry cleaners are offering free pickup and delivery. Restaurants that have not typically offered...

Treat Loyal Customers Like VIPs

09/16/19 Comments Leave your thoughts

We all love getting the VIP treatment from businesses, especially if we are loyal customers. It makes us feel like we’re valued customers. Businesses treat us like VIPs when they are trying to win our business. Unfortunately, that treatment fades pretty quickly once we become a customer. I’ve been a long-time customer of my cable company and recently contacted them three times over the course of a couple of months to talk about ways to reduce my monthly bill. I even told them I had a better offer from a competitor and if we couldn’t get close to that offer,...

Free Avocado

10/15/18 Comments Leave your thoughts

I really like avocado. Whenever I am trying to decide between two sandwiches at a restaurant, the one with avocado will almost always win. The other day, I was at the Stacked Pickle. I ordered their Turkey, bacon sandwich because I thought it came with avocado. When the sandwich was delivered, I asked the server about the missing avocado. He politely explained I had read the description incorrectly. The sandwich actually came with avocado-mayo. I didn’t have time to be disappointed, because he immediately asked if I would like a slice of avocado for my sandwich. I was impressed with...

Which Messaging Platform is Best for Business?

09/21/18 Comments Leave your thoughts

Messaging has become the communication channel of choice. Messaging is instant and makes communication with people half way across the world not only possible, but completely free. These advances haven’t just changed the way people communicate with each other, they’ve changed the way businesses communicate with their customers. Here are four messaging options businesses leverage to communicate with their customers: Text Messaging Today, texting is the most prevalent form of communication worldwide. Text messages have a 99% open rate, one of the highest open rates of all communication forms. One of the most common forms of texting used by businesses...

The 10 Biggest Trends Impacting Customer Experience in 2018 and Beyond

08/21/18 Comments Leave your thoughts

Customer experiences provided by machines using artificial intelligence Artificial Intelligence (AI) tools have become increasingly common in the past year. They are used in a number of recent technology trends. We are on course for entire customer experiences to be provided by machines online using AI. AI bots can also interact with other bots to solve customer issues. Alexa and Siri, two of the most common voice agents on the market, use AI to answer customer questions and even place orders for customers. AI allows employees to focus on other tasks instead of answering routine customer questions. It also keeps...

Improve or Die- Avoid these Customer Experience Nightmares

07/02/18 Comments Leave your thoughts

It has been 9 years since the release of the now-infamous song “United Breaks Guitars.” The protest song detailed the customer experience nightmare singer-songwriter Dave Carrol experienced after United Airlines broke his guitar during a flight and refused to compensate him for it. The accompanying music video, uploaded onto YouTube in July 2009, amassed more than 150,000 views in one day and resulted in a public relations nightmare for the airline. In an increasingly digital age, poor customer service experiences are often posted online, on review sites such as Yelp or on social media sites, particularly Facebook and Twitter. Sometimes,...